Patient PortalConnecting Patients and CrossOver Online

through ECWStaff-Provider Meeting 08/04/14

Kaila Calhoun & Hollie Matthews

Aspects of Patient Portal● Pre- Register

o Specific Patient Information found in “patient info” they can edit any information if it changes

o Customize: name, address, phone numbers, dob, sex, ssn, marital status, race, ethnicity,

country of origin, if single mother, primary language, professed faith, if they have vcc or insurance

● They will see:o Our Hourso Our Doctors (we can add pictures)

their specialties or if they are general doctorso Our Locations

including directionso Practice Policies

“Medical Records”● Lab/ Diagnostic Records

o Patient can see past & upcoming labs and imagingo If clicked on they can see results and more details

● Visit Summary o Shows specifics from a patients visits

● Personal Health Recordso allergies, adverse reactions, alert o Medicationso Problems o Test Results

● PHR- View o same as personal health records just more detailed o includes vitals, immunizations, social hx, family hx

● Referralso can see existing and past referralso patient can potentially request referrals

“My Account”● Personal Information

o Patients can edit information online ● Additional Information

o Potentially we can put the second half of our mandatory information ● Reset Password● Latest Statement

o Shows the last time they payo Reminders if they did not pay last time

● Past Statementso All past financial statements are included

“Messages”● Inbox

o messages sent from practice to patient o we would use the T jelly bean

● Refill Requesto Patient can pick from there current medications and request a refillo This is optional

● Lab requestso patient can look at all past labs o if we release results they can view themo can request another lab if enabled

● Referralso same idea as lab requests (we can combine the two)

● “Ask Doctor from Practice”o How patient replies to inbox messageso This is optional

“Appointments”

● New Appointmento patient can request new appointmentso or patient can make an appoint real timeo patient can request to cancel or reschedule an appointment

● Historical Appointmentso patients can see all past appointmentso just like what we see in “encounters”

*Patient Can See Upcoming Appointments!

Extra Aspects● “Questionnaires”

o we can send any surveys to all patients or targeted groups PCMH Patient Satisfaction Survey

o if providers have specific questions for a patient● “Health Tracker”

o Reminders upcoming appointments medications are ready eligibility expiration date any important dates

o CDSS Alerts (Clinical Decision Support System) any alert for a general population

● “Education”o any education information specific to patientso we can send to multiple patients if neededo we can potentially upload videos

Healow AppFree for CrossOver and the patients for 2014!

● Allows patients to :o Manage entire families profiles (accounts)o Manage medicineso View health recordso Reminder of appointmentso Check in at arrivalo Manage own health

weight management & activity tracker manage sugar & blood pressure

Some Quotes● “With Patient Portal implementation the organization can

enhance patient-provider communication, empower patient support care between visits, and most importantly…improve patient outcomes.”

● “Patient Portal uses leading edge technology to promote health care and make it easier to perform preventative care. The portal gives patients 24x7 access to medical information from the comfort and privacy of their own home.”

Patient Portal Survey● The Patient Portal team put together a demographic and interest

survey to compile data on who and how the portal would be used.

● From this we learned that our patients were interested and eager to

get more information about the Patient Portal and how they could

connect with their healthcare providers.

There were a total of (108) respondents. (40) from Henrico and (68) from

Richmond. The survey duration was one week, from 7/21/14 to 7/25/14.

Let’s Talk Numbers•How many of the responding patients actually have internet access through some kind of means? Combined Clinics = 69%

This tells us that almost 70% of Crossover patients do have

internet access, this is very exciting.

Lets Talk Numbers● How often are the responding patients using the internet?

Combined Clinics = 39% say every day.

This number is the highest scoring of usage

meaning that most patients use the internet

everyday than every other, once a week, and

so on.

Let’s Talk ‘Phone’ Numbers● How many of the responding

patients have a phone? Combined Clinics = 94%

● How many use their phone to access the internet? Combined Clinics = 41%

This data shows that our patients are using phones and it can be presumed they have smart phones and therefore; can have access to the app.

How many patients use

texting?Combined

Clinics= 71%

What are the Patient’s Interest in Patient Portal Features?

This chart shows what were the top scoring features, according to patients.

Lets Talk Numbers

Advantages for Front Office And Pharmacy

● Making Appointments

● Frees Up Phone Lines

o Less Phone Tag

● Decreased Opportunity for Misinterpretation due to Language Barriers

● Reminders are Easy and Accessible

o Easy to update patient information

● Prescription and history are all there!

o Patients can make refill requests online

o Notifications can be sent to patients

Advantages for Providers● Securely communicate with patients (web encounters).

● Send appropriate patient education materials directly to the patient.

o Easy history look up● Less dependency on:

o spanish speaking staff o misinterpreted phone messages

● Send notices/info to not waste time with simple appointments● Sending Prescriptions

Personal research showed that portal allowed for ‘greater patient connection and responsibility of their own health care.’ for this to be accomplished there’s a

need for ‘both patient portal and personal health care.’

Overall Better

Communication

with Patients!

Decisions to MakeShould patients be able to:

1)View List of Providers (Staff and/or Volunteers)?2)Request or Make Appointment in Real Time?3) Directly message Provider?

● If not who should questions be directed to?4)Should “Ask Doctor From Practice” be enabled at all?5) Request Prescription Refills?6) View Visit Summaries?7) Review and/or Request Referrals?8) Should Lab Results automatically be uploaded to Patient Portal?9) Should we consider using the Healow App?